Bilingual Agent Case Manager

Redion; Toronto; Hybrid; CAD 60,000 - 63,000; Full time

Job summary

Redion in Toronto is seeking an experienced bilingual Agent Case Manager to join our Canadian operations. The role focuses on 24/7 travel insurance claims support, providing empathetic service and accurate claim intake.

You will triage claims, coordinate medical referrals, travel arrangements, and collaborate with nursing teams and service partners. The total compensation is $60k–$63k with bonus potential.

Qualifications

• High school diploma.
• Superior communication skills.
• Knowledge of travel insurance products is preferred.
• Ability to adapt to fluctuating call volumes and prioritize work to optimize efficiency.

Responsibilities

• Provide empathetic service to clients initiating a claim in a 24/7 environment.
• Triage and resolve claims, coordinating medical and travel needs.
• Support claimants with filing and required documentation.
• Communicate with team and service partners to manage risks.
• Assist on-trip with referrals for medical care and travel arrangements.

Skills

Communication skills

Travel insurance

Call volume management

Education

High school diploma.

Job description

Join our dynamic, fast-moving, international group and help shape the future of care.

If you are the kind of person people turn to in times of need, we want to meet you. We are looking for people who truly care: who are willing to roll up their sleeves to help others and are energized by being there when it matters most. If you think fast, are open to change, and strive to be the best you can be, this is the place for you.

We are a company driven by cutting-edge technology and a culture of care. We design insurance solutions and deliver assistance services that make a real difference to people’s lives.

And just as we are always there for our customers, we are always there for you too. We will help you build a meaningful career full of purpose, pace and possibility.

We are searching for an experienced, Bilingual Agent Case Manager candidate to join our team and contribute to the building of the local operations in Canada. The Canadian business unit will strategically focus its efforts on the Travel Insurance industry with the distribution of product offerings and associated service solutions to key stakeholders for their customers traveling abroad or within Canada.

About our company: We are the world’s premier care partner, providing the world’s leading institutions and their customers and employees with insurance, assistance and prevention services that free them to make the most of every moment.

Our roots in assistance, and long history in insurance, have shaped a culture of care and innovation that sets us apart. Unlike major insurers, we are a fast-paced, agile and growing organization. We empower our people at all levels to act with confidence and authenticity. We believe it helps them take initiative, make quicker decisions, and build real, enduring relationships and effective solutions. We keep our structure streamlined and deploy industry-leading technology so our people can act faster, and with greater agility, to help our customers.

Care is at the heart of who we are and extends far beyond just our customers. We are one, international team — shaped and enhanced by the many cultures and perspectives we represent. We are committed to ensuring everyone that works with us feels valued and equipped to flourish. And we also care for our planet: taking pride in our industry-leading initiatives towards building a sustainable business.

The position is based in Toronto, and the working environment is a mix of in-office and remote work, though always in close collaboration with colleagues and stakeholders.

Responsibilities Include:

• A responsive first point of contact role focused on delivering professional, attentive, and empathetic service to clients when initiating a claim and providing on and post-trip assistance in a 24/7 environment.
• Takes personal accountability for delivering superior client experience including effective problem resolutions.
• Identifies client’s primary needs, offers value-added advice, and proactively triage and action claims to effectively manage medical, operational, and reputational risks.
• Initiates travel insurance claims ensuring accurate contact information, travel dates, loss dates, reserves etc.
• Efficiently responds to client’s primary need, keeping the client feeling connected while capturing all the claim specific information and providing the client with insurance benefits and claim information.
• Support new and existing claimants with claim filing process, required documentation etc.
• Responsible for communicating in a collaborative team with decision makers and managers.
• Assesses, handles and triages incoming calls and initiates outbound calls to service partners.
• Supports Nursing team.
• Provides on trip assistance to clients as required:
  • Referrals for medical care
  • Airline flight arrangements
  • Hotel arrangements
• Demonstrates commitment to taking ownership and accountability of client problems at first point of contact.
• Demonstrates the ability to make decisions to obtain missing information, weighing cost effectiveness and reputational impact to clients.
• Protects the client’s privacy and confidentiality according to the established guidelines i.e., Consent to Disclose.

Education, Knowledge, Skills, and Abilities:

• High school diploma.
• Superior communication skills.
• Knowledge of travel insurance products is preferred.
• Ability to adapt to fluctuating call volumes and ability to prioritize work to optimize efficiency.

Language Requirement: Fluency in French

Hours of Work: 24/7/365 call centre environment. Availability for all shifts, dependent on the posted schedule.

Work Location: Hybrid / Remote. Office location in Toronto

Total Compensation: $60k – $63k (salary plus bonus)

Vacancy: 1 full-time position

Redion supports all accommodation requests from applicants with disabilities; please contact Human Resources at [e-mail] if any accommodation is required. We welcome candidates from all backgrounds and are dedicated to creating an inclusive environment where everyone can thrive.

Artificial Intelligence (AI) Usage Disclosure: Please note that our recruitment process may involve the use of artificial intelligence (AI) or automated tools to assist in screening, assessing, and selecting applicants. These technologies are used to enhance efficiency, ensure consistency, and support fair decision‑making. All AI‑assisted evaluations are conducted in accordance with applicable privacy and employment regulations.

We thank all applications for their interest, but only candidates selected for an interview will be contacted.